ABOUT LUXTRUST
We are a multicultural and forward-thinking qualified Trust Services Provider based in Capellen, Luxembourg, with over 110 professionals and actively expanding our business internationally. We provide state-of-the-art on on-boarding, digital identities, strong authentication and security services, and qualified electronic signatures, all bundled into integrated digital documents & identity management solutions.
As a Trusted Partner, we prioritize building long-lasting relationships with our international clients and stakeholders, based on trust and integrity. We strive to be a Committed Partner, dedicating ourselves to delivering exceptional performance and showing steadfast commitment to make a positive impact. As a Visionary Scout, we are constantly seeking out new opportunities for growth and innovation, always staying ahead of the curve in our industry.
Join us in our mission to drive innovation and co-create a better future!
We are currently looking for a motivated and driven Customer Success Officer under a permanent contract.
SUMMARY
The Customer Success Officer ensures customers get their desired outcome when using LuxTrust services. The team acts as a liaison between the customer and the company, ensuring that the product meets the customer’s needs, addressing any issues, and providing timely solutions. The Customer Success Officer is expected to provide day-to-day support to a portfolio of clients. She/he will coordinate with the different internal departments until resolution. She/he will have a positive and professional attitude toward customers at all times and build sustainable relationships and trust through open and interactive communication.
MISSIONS OF THE ROLE
Support:
- Act to make customers successful by providing them with training, coaching and support
- Acknowledge and resolve customer complaints and queries
- Serve as day-to-day contact for assigned accounts
- Provide functional support to customers of LuxTrust applications, addressing their inquiries and resolving issues in a timely manner
- Ensures follow-up of internal open tickets until resolution
- Assist customers with onboarding, training and adoption of products or services
- Review customer complaints and concerns and respond in a timely manner to them
- Find solutions for problems reported either directly or with support of other technical teams
- Assist customers in configuring applications to meet their specific needs
- Support regular maintenance/deployments of new application features
- Ensure customer satisfaction and retention by proactively addressing their needs and concerns
- Implement best practices, educate customers and improve customer experience Review customer complaints and concerns and respond in a timely manner to them
Incident/Problem management:
- Document processes and procedures in the context of incident/problem management
- Write and communicate incident reports to customers
- For complex incidents/escalations, coordinate the process with other teams and communicate with the client until resolution
- Keeping records of customer interactions, transactions, comments, and complaints
Communication:
- Organize regular follow-up meetings with customers
- Produce reporting for customers and internally on a regular basis
- Mediate between clients and the organization
- Establish regular internal feedback
Internal organization:
- Document internal procedures and processes
- Rationalize current internal tools (JIRA and Confluence)
REQUIRED SKILLS
Qualifications / diploma(s): Bachelor’s degree in Computer Sciences or equivalent experience.
Years of experience in the area: Experienced into customer’s support duties and have a background in Technical integration projects and or cloud computing (or understand it).
Technical Competencies: Strong knowledge and experience in the following areas:
- Incident/Problem management
- Ticketing systems
- Knowledge in the technical area is an advantage: OS, cloud, networks
- Excellent command of Office Suite (Excel, Word, Power Point, Outlook….)
Languages: French and English fluent. Any other spoken and written language is an asset.
Specific skills:
- Very good customer relations skills
- Good interpersonal skills: be able to understand customer needs
- Strong communication skills
- Strong problem-solving skills and attitude
- Collaborative team spirit and good team player
- Be organized & reliable
- Have a positive personality
- Strong knowledge of our solutions (with training)
- Ability to synthetize
- Confidentially and Trustworthy
Core competencies at LuxTrust:
- Analytical mindset & decision making
- Organizational fluency
- Personal effectiveness
- Results driven
- Client service mindset
- Strategic vision
- Leadership
WHAT WE OFFER
A permanent contract based in Capellen - Luxembourg
A competitive salary, in accordance with your education and experience.
Attractive benefits and advantages including an employee benefit plan, a gym, meal vouchers and additional holidays.
A healthy work-life balance including flex work arrangements.
Parking spaces for all employees.
An open and transparent career path.
Development and growth opportunities in a state-of-the art digital company.